Carmen Ceplenschi
Havering
Summary
Dynamic and results-driven professional with extensive expertise in team leadership, strategic planning, and operational management. Demonstrates proficiency in KPI definition and analysis using Power BI, alongside a strong background in data management and reporting within Oracle Cloud. Adept at coaching, mentoring, and staff development to enhance team performance. Skilled in conflict resolution, policy development, and risk mitigation to ensure smooth operations. Committed to health and safety compliance while maintaining high customer satisfaction through effective communication and problem-solving. Career aspirations include leveraging strategic leadership skills to drive organisational success and innovation.
Overview
14
14
years of professional experience
9
9
years of post-secondary education
Work history
Field Service Team Manager
Verisure UK
East London, Essex, East Anglia
08.2018 - Current
- Led end-to-end interview processes, serving as sole decision-maker for candidates selection and recruitment
- Mentored a team of approx. 10 to 15 junior, mid-level and senior Field Security Technicians to foster a high-performance team culture.
- Mitigated potential conflicts within the team, promoting harmonious work relations.
- Conducted quarterly performance reviews, supporting staff progression and development plans using Power BI tools to analyze KPIs and determine promotion decisions
- Streamlined service delivery processes, enhancing operational efficiency by executing monthly internal audits
- Ensured compliance with company policies, maintaining standards of professionalism.
- Encouraged best practice sharing amongst team members, boosting collective knowledge base and skill set development.
- Managed escalated complaints to ensure swift resolution and client satisfaction.
- Analyzed customer feedback from various different channels i.e. Trust Pilot, Medallia, for continuous improvement of service quality.
- Coordinated training sessions, boosting staff's professional development.
- Developed targeted advice for decision-makers on how best to reach target consumers and build awareness.
Sales team leader
Verisure UK
Romford, Havering
10.2015 - 08.2018
- Participate in recruitment process: Hold an info meeting for potential candidates sent from HR department
- Facilitated morning meetings with branch manager and team members to review weekly and monthly targets
- Supported team members by organizing agendas and encouraging participation
- Weekly report to Branch Manager: completed a weekly report in order to track team's sales and ratio in order to take actions in regards to the team
- Continuous tasks: Field Shadowing (accompany team members, especially new starters for their appointments in order to teach the Field Sales/Work method); Filling out a report at the end of Field Shadowing and send it to Sales Performance Team (Achieved most Shadowing in the company in a 3 months challenge)
- Won the 2017 UK Sales Challenge (the first 2 best performing Team Leaders in the UK were rewarded with a 1 week trip to the Dominican Republic)
- Provided technical training on system installations, reducing onboarding time and increasing self-sufficiency
- Handled complex customer complaints gracefully, maintaining a positive company image.
- Negotiated deals with suppliers, securing optimal prices for products sold.
- Identified potential markets, expanding business opportunities for the company.
- Developed new client relationships to expand market reach.
- Delegated tasks effectively, ensuring smooth operation of the team.
- Performed cold-calling and follow-ups with leads to secure new revenue.
Hostess and Server
Barcelo Hydra Beach Resort
Thermisia/Greece
05.2014 - 10.2014
- Escorted guests to their tables, providing detailed menu information when needed.
- Maintained a clean entrance area, creating an inviting atmosphere.
- Assessed table occupancy and guest flow effectively, managing unexpected patron increases smoothly.
- Worked in high-pressure situations whilst maintaining composure and professionalism.
- Enhanced guest experience by welcoming patrons warmly upon arrival.
- Handled customer queries and complaints, ensuring satisfaction.
- Liaised with event coordinators during special events for seamless execution of duties.
- Followed strict hygiene standards to maintain cleanliness in food handling areas.
- Set tables, ensuring a comfortable environment for customers.
- Worked efficiently under pressure during peak hours for seamless operations.
- Managed high-volume orders to ensure timely delivery of meals.
- Delivered impeccable service for enhanced dining experiences.
- Upheld friendly demeanour whilst managing multiple tables simultaneously.
Software tester/reviewer
IT Systems SRL
Iasi, Romania
01.2012 - 03.2014
- Conducted black box testing to validate functional requirements without internal structure consideration, improving end-user experience.
- Performed regression tests after bug fixes, confirming improved functionality.
- Achieved meticulous error documentation through detailed test reports and logs.
- Managed timely completion of all testing stages during project lifecycle, maintaining project schedules.
- Reviewed software specifications for comprehensive understanding prior to testing phase, aiding accuracy of results.
- Used test automation tools to expedite the process, optimizing efficiency.
- Maintained test logs and documented all tests, providing accurate and timely status updates.
- Compiled and analyzed software testing results to produce actionable insights, driving process improvements.
- Curated comprehensive system testing reports following internal standards.
- Adhered to company policies, maintaining compliance and readiness for audits.
Education
Bachelor of Business Administration - Economics and Business Administration
University Alexandru Ioan Cuza
Iasi, Romania 09.2006 - 07.2011
A-Levels - Arts/Humanities - English Bilingual stream
National College A.T. Laurian
Botosani, Romania 09.2002 - 07.2006
Skills
- Team Leadership and supervision
- Coaching, mentoring and staff development
- Conflict resolution & disciplinary management
- KPI definition, tracking and analysis using Power BI
- Operational data management and reporting in Oracle Cloud
- Interviewing and hiring
- Risk identification and mitigation
- Budget management
- Positive attitude
Affiliations
- Cooking, traveling, ice skating, interior design
Timeline
Field Service Team Manager
Verisure UK
08.2018 - Current
Sales team leader
Verisure UK
10.2015 - 08.2018
Hostess and Server
Barcelo Hydra Beach Resort
05.2014 - 10.2014
Software tester/reviewer
IT Systems SRL
01.2012 - 03.2014
Bachelor of Business Administration - Economics and Business Administration
University Alexandru Ioan Cuza
09.2006 - 07.2011
A-Levels - Arts/Humanities - English Bilingual stream
National College A.T. Laurian
09.2002 - 07.2006